Team Leader - Select Service - Delhi - People
- People Interactive
- 1 - 6 years
- Delhi, NCR
- 5 years ago
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Job Description
We are in the business of finding people happiness and consequently somebody who is jovial, mature, result-oriented and cares deeply for our customers will be able to succeed in this role. The team lead is responsible for Supervising, motivating and monitoring team performance.
Responsibilities
- Must possess Customer Service Attitude.
- Mentor and develop the team.
- Responsible for Teams performance on operational Metrics.
- Effectively manage shift operations.
- Strong Knowledge and Experience on Operational Metrics. (CSAT,AHT,Shrinkage, Quality scores,maintaining SLA, attrition management Etc.)
- Handling Escalation calls of Customers.
- Track Customer Satisfaction & ensure closure of complaints.
- Strong Rapport building skills with Team & stakeholders, manage attrition in the team.
- Evolve more effective work process for improving customer interactions.
- Constantly monitor & review performance metrics for achievement of objective.
- To effectively manage Contact Centre operations for constant performance achievements.
- Identify relevant training needs of agents & ensure effective implementation.
- Interface with IT/HR/ Training/Quality in order to improve the team's Performance.
- Bachelor's Degree
- 2 years of team handling experience.
- Very strong verbal communication skills and writing skills.
- Extremely detail oriented and ability to organize.
- Problem-solving ability & creative - out of the box thinker.
- Should be familiar with effective objection handling.
- Require Female candidates only.
Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Voice
Role: Voice
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Any Postgraduate in Any Specialization, Post Graduation Not Required
Doctorate: Any Doctorate in Any Specialization, Doctorate Not Required
Contact Details:
Company: People Interactive (I) Pvt Ltd.Location(s): Delhi, NCR
Website: http://careers.shaadi.com
Keyskills: business development satisfaction training needs customer service bd satisfaction business development manager satisfaction call center csat client satisfaction customer satisfaction team leading calling shrinkage telemarketing
People Interactive
Shaadi.com, part of Anupam Mittal promoted People Group, is one of India's best known Internet brands and the worlds largest matrimonial service. It was founded with one simple objective - to provide a superior matchmaking experience to Indians all over the world. The company pioneered online matrim...
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